We want to give you superb customer service but sometimes issues might arise. We can usually resolve most issues quickly, so please e-mail us on [email protected] to tell us how we can help.
The information that we will need, so that we can help you is:

• Your personal details
• What's gone wrong 
• What you want us to do to put things right

We'll be in touch with you as soon as we can and let you know what will happen next. We'll try to resolve your complaint within three working days of receipt – if we’re unable to do this we will write to you acknowledging that we have received your complaint and the next steps that will be taken.  For more complex issues it's likely that we will need longer to look into what has happened and we may ask you for further information to help us reach a decision. We'll give you regular updates and once we've dealt with your complaint, we'll go back and see what we can learn from your experience.

If your complaint is in relation to a regulatory matter, then the complaint will be investigated jointly with our regulatory principal Share In Ltd and we will be working with them to attempt to resolve matters.

If you're unhappy with the outcome of the review, UK Residents can ask the Financial Ombudsman Service (FOS) to carry out an independent review of their complaint. In any event, you have the right to ask the FOS to review your complaint if we've been unable to resolve it within eight weeks. The FOS can help UK residents with most complaints if you are: 

• A consumer
• A business employing fewer than 10 persons that has an annual turnover that doesn't exceed €2 million

If you are unsure whether the FOS will consider your complaint, please contact them directly for advice. The service the FOS provides is free and impartial and contacting them at any stage of your complaint will not affect your legal rights. The contact details for the FOS are:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Their phone numbers are +44 (0)300 123 9123 or +44 (0)800 023 4567. You can send an email to: [email protected]

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